Our client is one of Australia’s largest gifting, homewares, and kitchenware distributors, dedicated to bringing joy and meaning to people's lives through their products.

They are now seeking to hire a Customer Solutions Specialist to join their dedicated Customer Solutions team. This role exists to execute day-to-day processes and customer service plans, ensuring the business consistently meets and exceeds both customer and consumer expectations.

Job Responsibilities

Order & Request Management

• Process new customer orders received via email, phone, dropshipping, and EDI channels
• Manage end-to-end order-to-cash tasks and activities, including processing, warehouse requests, transport requests, and handling invoice or credit issues
• Assist in managing back orders and hold orders to ensure comprehensive end-to-end order management
• Perform system order updates, amendments, and manage operational system steps requiring non-automated actions
• Handle booking administration, delivery window coordination, and pre-booking tasks for deliveries

Customer Support & Inquiry Resolution

• Manage primary communication platforms daily, including MS365 email and the Zendesk Suite
• Respond efficiently to customer and consumer enquiries across Zendesk, email, voice messaging, live chat, and social media channels
• Prepare for future expansions into direct consumer contacts and enquiries via messaging apps and chat tools
• Follow up on internal requests such as proof of delivery tracking updates, warehouse requests, and carrier assistance requests

Claims & Issue Resolution

• Conduct thorough claims investigations and complete end-to-end claims processing
• Identify, investigate, and resolve transport issues, logistics delays, and customer returns
• Address and resolve warranty and claim enquiries within the approved company delegation of authority

Communication & Continuous Improvement

• Communicate effectively, professionally, and transparently with both internal stakeholders and external customers
• Maintain strong performance KPIs based on workload attended to within SLA, aiming for an output-driven 24-hour turnaround on emails
• Adopt a continuous improvement mindset, providing constructive feedback and participating in workshops to optimize functional workflows

Requirements

• Proven prior experience in order management, order processing, and operations-focused environments
• Demonstrated experience handling claims processing and navigating system automation workflows
• Strong hands-on experience using Zendesk (or a similar customer service suite) and intermediate proficiency with Microsoft Office suite
• Exposure to ERP systems such as SAP or Microsoft AX, along with dropship and marketplace portals
• High level of English competency to communicate effectively with clients, suppliers, and internal teams
• Outstanding attention to detail and strong relationship management capabilities
• Ability to work well under pressure in a fast-moving environment while maintaining a positive attitude and sense of humour
• A home workspace equipped with multiple screens featuring above 2K resolution to efficiently operate across the operational systems

Nice-to-Have Skills

• Prior experience working within the homewares, kitchenware, or consumer goods retail and distribution sector
• Deep familiarity with managing EDI orders and complex marketplace portal logic
• Experience navigating and optimizing workflows specifically within Microsoft AX software

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)